All Articles on Customer Relationship Management
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Pipeline Performance Management – a highly interactive analytic application designed to help sales managers plan quotas and manage pipeline activity to achieve targets. Presenting opportunity data in context with pipeline analytics allows easy identification of gaps and critical opportunities, resolving issues in time. Sales managers can prioritize, reassign, or modify opportunities to drive immediate action and help sales employees to focus on the right deals. Simulation capabilities provide the ability to run what-if scenarios and visualize the outcome without affecting the underlying data.17 Nov 2011
Interaction Center Inquiry and Complaint Management – describes the typical managerial activities of a service interaction center manager and a service interaction center agent, who interact with a customer by e-mail and telephone. It gives you a step-by-step view of how a manager can influence the working environment of service employees. It also shows you how agents process incoming e-mails and phone calls and the functions they can use during this process.17 Nov 2011
Lead Management – describes the creation, qualification, and further processing of leads that arise from inbound and outbound activities.17 Nov 2011
Opportunity Management – describes all activities involved in creating an opportunity within the sales process. The opportunity acts as “umbrella” for all information that is related to a long sales project. The main target groups for this scenario are sales clerks, sales assistants, sales representatives, and sales managers.17 Nov 2011
Account and Contact Management – describes a CRM Account and Contact Management scenario in which accounts and contacts are created. It gives you a step-by-step view of how account and contact management supports the sales process, which options are available and which functions can be used during this process17 Nov 2011
Activity Management – describes a CRM Activity Management scenario with Groupware Integration where activities and tasks are created. It gives you a step-by-step view of how activities support the sales process, which options are available and which functions can be used during this process.17 Nov 2011
A recurring theme for companies these days is to do more with less. In this primer, you'll learn about SAP's solution extensions — solutions sourced from third parties that provide their own unique benefits and also closely integrate with SAP solutions and key business processes. These offerings allow companies to build on current IT investments, enabling them to create even more competitive, compelling, and holistic solutions.01 Oct 2011
In this document we will evaluate the leading Customer Relationship Management (CRM) options from SAP and Microsoft available for customers. Specifically we will evaluate the key differentiators and utilize the Accelerated SAP (ASAP) implementation method to go through the proven process for an SAP CRM implementation. Once complete we compare the strategic benefits of an SAP CRM implementation with the potential benefits of a Microsoft CRM Implementation. This will highlight the key differences and will help you in your decision making process.27 Sep 2011
This Document is part of two documents that shows an overview of the process and the configuration to have the system ready to sopport the process. Especifically this document will show part of the customizing required in CRM to have CRM functionality in mDSD application.15 Sep 2011
As a consultant, we commonly come across requirements where we are required to add / delete / read / replace messages on the Web UI or to use them to navigate to a view; messages are also used to add any business logic to be performed by subscribing to a message. SAP CRM provides different ways of working with messages based on the requirement such as scope of the message, severity, user who should be allowed to see the message and attaching messages to object types. In this article, we would see different ways of processing messages and how does framework handle them.18 Aug 2011
This paper details and covers the usage of all components within the XCM configuration of the B2B application. While there is detailed help documentation available within each of the application components of the XCM there was no one-stop-shop guide that covered each of the areas. This document can be used as a reference when configuring a B2B application07 Aug 2011
This document is aimed at understanding how to create custom BOL object and assign it as a relationship to BP. The document will also look at how to implement GenIL class for the custom BOL object.05 Aug 2011
BPS can be used to produce planning applications which can be either custom developed planning application or using the Business Content delivered by SAP. In this article we will discuss on how to build a planning layout and integrate it to CRM system. Planned data entered in CRM UI will be saved in a planning cube (Real time cube).05 Aug 2011
NetWeaver AS supports integration of documents generated in SAP to external archives using ArchiveLink interface and also to store the link as an electronic record in Case Management for later retrieval and review. In CRM scenarios end users would only have access to Web UI for viewing the archived documents. So the bad news is that Case Management with ArchiveLink integration is not supported in CRM Web UI, even though the same is supported in SAP Basis Case Management (backend). This document explains on what development enhancements you need to take care of for bridging this gap in Case Management for CRM Web UI.14 Jul 2011
This articles aims to provide some tips for a better performing case management application.01 Jul 2011
This guide is intended to demonstrate how to pass data across component through component controller binding with value nodes of views.21 Jun 2011
Detailed explanation of ISU BOL tree; its configuration and enhancement in SAP CRM 7.016 Jun 2011
This article is based on a customer specific requirement which I have undertaken on a project. It describes a scenario where CRM data archiving and reloading can be achieved step-by-step.14 Jun 2011
While there are many documents that explain how to take advantage of Transaction Launcher functionality in CRM, I personally haven't come across one which explains how to troubleshoot it. This article is a humble attempt. It includes configuration steps, Http Watch traces and debugging. Due to the sheer size of this document, I have only covered three most commonly used scenarios. I will be writing Part II soon, so stay tuned12 Jun 2011
SAP CRM WEB UI 7.0 - Performance Testing12 Jun 2011
